Customer Success Biomedical Engineering

DEEPALI JOSHI

Phone:408-***-**** : Email:**************@*****.***: linkedIn: https://www.linkedin.com/in/joshideepali/ PERSONAL

US Citizen,

no visa sponsorship required

EDUCATION

MS Biomedical Engineering

NTU, Singapore

BS Biomedical Engineering

Sathyabama University, India

AWARDS/RECOGNITION

● Shooting Star, Best Manager,

Best team award - Omada

Health

● Co-led DEI and Women ERGs -

iRhythm Technologies

● Numerous recognition for

strategy definition and

implementation including

“Achieving Results Award” -

Genentech

CERTIFICATIONS

● High Impact Leadership,

University of California,

Berkeley

● Project Management,Project

Management Institute (PMI)

● Lean Six Sigma Master Black

Belt,Management and

Strategy Institute

● Design Thinking,Stanford

Design School

CORE COMPETENCIES

Strategic Planning & Execution

Customer-Centric Leadership

Executive Communication &

Storytelling Cross-Functional

Collaboration Program & Project

Management Business & Digital

Transformation Process

Improvement & Operational

Excellence AI-Enabled Customer

Experience Data-Driven Decision

Making Organizational Change

Leadership Predictive Analytics

Strategic and results-driven executive with a track record of accelerating operational excellence and revenuegrowthacrosshealthcareandtech.Expertinbuildingandscalinghigh-impactCustomerSuccess functions,leveraging AI,automation,and predictive analytics to boost retention,engagement,and lifetime value.Adept at leading cross-functional teams,executing GTM strategies,and driving personalized,data-informedcustomerjourneys.Provenleaderinstakeholderengagement,omnichannel experiencedesign,andoperationalinnovation.SeekinganexecutiveroletodefinethefutureofCustomer Success in an AI-powered, customer-centric landscape. Areas of Expertise:

AI-Enabled Customer Experience Predictive Analytics &Customer HealthScoring Customer-Centric Leadership &Strategy Digital &Business Transformation Executive Communication &Strategic Storytelling CustomerSegmentation&JourneyMapping Program&ProjectLeadership(Agile,Lean) Process Optimization &Operational Scaling GTM Strategy &Value-Based Growth Cross-Functional Collaboration&ChangeManagement VoiceofCustomer(VoC)&Insight-to-ActionDesign Data-Driven Decision Making & ROI Analysis

EXPERIENCE

HEAD,CUSTOMER SUCCESS OMADA HEALTH 2021 - FEB2025

Led Customer Success teams for a national personalized lifestyle intervention provider focused on chronic disease prevention and management. Directed a portfolio of 1,500+ employer, health system, and PBM accounts—supporting millions of members—as the primary point of contact for executive stakeholders. Oversaw talent acquisition and development, multi-level leadership management, compensation plan design and implementation, Go-to-Market (GTM) strategy execution, and segment strategy definition to drive scalable growth.

●Revamped and implemented Customer Journeys to Campaign Strategy from Concept to Rollout for 1500+ accounts

Result: 3x YoY Growth in Revenue while maintaininga high CSAT of 95%, NPS of 8 and ARR of $22 M

● Developed and executed GTM strategies with targeted customer segmentation Result:50% increase in revenue, resulting in improvedcustomer acquisition and retention

●Developed Omada’s Playbook for Value-based Upselling. Trained Customer Success teams and stakeholders

Result:12% YoY Growth in upsell deals

●Defined a New CS Career Growth Path tailored to the explosive lifecycle that Omada is experiencing Result: Hired a team of 12 people, promoted 20% peoplecross-functionally and 50% people internally

●Scaled and segmented the CS business to optimize LTV:CAC Result:Immediate Annual Net savings of $110K in OpExgained from tech touch segment Frequently picked as department representative for executive-level initiatives to drive profitability through effective cross-functional leadership and innovative strategies. SENIOR MANAGER,CUSTOMER SUCCESS,IRHYTHM TECH 2020 - 2021 Spearheaded the West Coast division for a premier digital health and cloud-based analytic ambulatory monitoring company, impacting over 2 million patients, demonstrating exemplary leadership, strategic vision, and operational acumen to drive unparalleled customer satisfaction, retention, and revenue growth.

●Drove customer engagement and market penetration within 10 strategic accounts Result: $6M in revenue 10X higher than expectations

●Collaborated with multiple teams to map patient journey and conducted user experience studies Result: Net savings of $1 M+ while increase in devicereturn rate by 7%

●Build necessary infrastructure for growth and scaling of customer success Result:Expanded Customer Success utilization in theSouth-West by 50% increasing effectiveness, DEEPALI JOSHI

& Customer Insights

Performance Optimization

Systems Thinking Analytical

Problem Solving Emotional

Intelligence People Management

& Development Coaching &

Mentorship Influencing &

Stakeholder Alignment Change

Management Critical Thinking

Effective C-Suite Presenter

Cross-Functional & Collaborative

Leadership KPI Development &

Performance Management

Escalation Strategy & Resolution

Customer Onboarding & Lifecycle

Management Team-building &

People Management (hiring,

coaching, retention)

TECHNICAL SKILLS

Zendesk Gainsight Tableau

Asana Slack Advanced Excel

Value Stream Analysis Kaizen

Events JIRA Power BI EPIC

Power BI Power Pivot

Lucidcharts MS Visio Agile

Salesforce QlikView

Smartsheets Financial and

Business Modeling A3 Thinking

ChatGPT

OTHER INTERESTS

Public mediator Trainer conflict

resolution

lower costs.

●Founding Member of DEI and Women Leadership Foundations Result: Co-led high-level cross-functional and executivediversity and women's initiatives, resulting in elevating sensitivity to Diversity and Inclusion and fostering inclusive corporate culture. Frequently picked as department representative for executive-level initiatives. DIGITAL HEALTH AND OPERATIONS STRATEGY STANFORD HEALTHCARE 2019 - 2020 Led enterprise-wide operational transformationto support digital innovation, growth, and efficiency across 10,000+ FTEs and 14 campuses.

• Designed and executed Stanford’s first enterprise-wide Telehealth & Remote Work strategy. Result:Delivered $3M+ in annual savings throughoperational efficiency and space optimization—while enhancing patient and provider experience.

• Launched a net-new Project Management Office to scope, prioritize, and lead cross-functional operations initiatives.

Result:Reduced new space allocation needs by 90%,unlocking significant real estate savings in the SF Bay Area.

• Defined KPIs and built dashboards in collaboration with IT, Facilities, and Business leaders. Result:Shifted decision-making from qualitativeto data-driven, transforming transparency and accountability in space planning.

SENIOR MANAGER,CUSTOMER EXCELLENCE,GENENTECH 2016 - 2018 Drove a cross functional team involving collaboration with analytics, technology and business teams in Access Solutions – Genentech’s access and reimbursement support call center with 500+ employees

●Designed and deployed customer request management system across 6 product teams Result:13% increase in capacity and pot. annual savingsof $11.5M in 4 months

●Designed and deployed an internal error detection process Result:Reduced data entry errors by 34%, improvedcustomer response time by 11%, and resulted in annual savings of $500K

CONSULTANT,PATIENT EXPERIENCE,SUTTER HEALTH 2014 - 2016 Oversaw clinical and non-clinical operational cost and efficiency improvements by transforming business processes which touched 1M+ patients

●Defined and implemented strategies to reduced medication and procedure authorization time for patient

Result:Reduced internal authorization time by 80%resulting in increased patient and provider satisfaction and faster access to medication and procedures

●Analyzed and redesigned customer call center workflows and operations Result:Reduced referral processing cost by 95% from$175 to $5 PROJECT MANAGER,PROCESS IMPROVEMENT,KAISER PERMANENTE2012 - 2014 Implemented structured improvement & change management strategy now used for 20,000+ surgical cases each year

●Assessed and improved perioperative process to prevent patient delay Result:100% on time start of cases, $150K annualsavings over time and, higher patient and staff satisfaction

●Optimized patient and staff workflows in the operative units Result:Reduced patient stay by 38 min and patientwait times by 18% HEAD,BIO-MEDICAL ENGINEERING DEPARTMENT,METROGROUP OF HOSPITALS2010 - 2012 Biomedical engineering and strategic initiatives leader for one of the largest hospital groups in India

●Led a team of 5 responsible for on-going maintenance of medical devices for 12 hospitals and supporting key business initiatives

Result:Attained India’s highest national qualityaccreditation for 3 hospitals, operationtionalized 2 new DEEPALI JOSHI

hospitals

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